Wendy's FreshAI

FreshAi: The Drive-Thru Gets Smarter (and Funnier)

I lead the scripting for Wendy’s FreshAi, the AI agent powering Wendy’s drive-thru experience now handling 100,000 customer orders per day across hundreds of locations. From pilot to 15M+ interactions, this multi-modal AI voice assistant blends computer vision, real-time tracking, and behavior-based feedback loops to create next-gen guest experiences that balance enterprise-grade reliability with a touch of Disney-like magic.

 

Collaborating with Google Cloud, Accenture, and VML, we fine-tuned LLMs, optimized system architecture, and refined NLU so FreshAi can earn trust, drive upsells, and delight crews and guests alike. The platform was even recognized as Fast Company’s Next Big Thing in Tech (2024).

 

One of the questions driving FreshAi is: how do we make the drive-thru immersive, fun, and memorable? The launch of Meal of Misfortune in partnership with Netflix’s Wednesday takes that to the next level. Guests who know the secret phrase can unlock a special Wednesday Addams Easter egg experience, a perfect example of how AI, storytelling, and surprise come together to elevate the guest journey.